A Referrer-Controlled System for Transfering an Inbound Communication to One of a Plurality of Financial Assistance Providers

ABSTRACT

Abstract of Disclosure 
     85A system for referring a telephone communication to one of a plurality of financial assistance providers based on lender criteria, the method including the steps of: storing telephone numbers for a plurality of financial assistance providers in memory accessible by a digital electrical computer; obtaining lender criteria for selecting one of the financial assistance providers; storing said criteria for access by said computer; identifying a debtor; selecting one of the financial assistance providers by accessing the criteria, applying the criteria, and accessing one of the stored telephone numbers; and connecting the debtor by telephone to the one of the stored telephone numbers.  The system can be used with an intermediary that detects referring information sufficient to identify a referrer identity, to select which one of several financial assistance providers to refer the inbound communication by using a computer to look up and to apply referral criteria responsive to the referrer identity, and to form and track the call referral.

Background of Invention

[0001] A portion of the disclosure f this patent document containedmaterial that is subject to copyright protection. The copyright ownerhas no objection to a statutory fair use of this material, as it appearsin the files of the files of records of the U.S. Patent and TrademarkOffice, but otherwise reserves all copyright rights whatsoever.

[0002] The present invention pertains to an electrical digital computermachine and a data processing system, methods of making and for usingthe machine, products produced thereby, as well as data structures andarticles of manufacture pertaining thereto, and all necessaryintermediates of that which is discussed herein, all in the field ofcomputerized aspects of card crediting to mortgages and the like. Moreparticularly, this invention relates to a digital electrical dataprocessing system having particular utility in financial fields relatedhereto. Still more particularly, the present invention pertains to callreferral, as in the case of a calling debtor who is referred by thelender to a credit counseling agency, along with automated generation ofrelated documentation, inter-computer communications, and networking.

[0003] Prior to the present invention, the technology of referring adebtor to a credit-counseling agency or other financial assistanceprovider could not be considered robust.

[0004] The generally excepted method for lenders (creditors) to referconsumers (debtors) to credit counseling agencies was to (a) tell themto their local yellow pages or (b) tell them to call one of twotoll-free telephone numbers supported by the National Foundation forCredit Counseling (NFCC) or the Association of Independent ConsumerCredit Counseling Agencies (AICCCA). The prior method of makingreferrals was a one-to-one approach that utilized only existingtelephones. In some cases individual or multiple credit counselingagencies would establish relationships with creditors who in turn wouldmake referrals directly to that or those agencies. In some cases creditcounseling agencies would produce manual or computer reports outliningwhich of the creditors customer(s) called the agency or agencies. Inmost cases these reports were compiled after a predefined period often30 to 60 days later. Where a creditor has multiple relationships andreceives multiple reports then the data from each report has to bemerged into a single summary report by the creditor requiring additionaltime and expense.

[0005] There is no known incidence of automated referral of a debtor toan intermediary or a second such referral from the intermediary to thefinancial assistance center, such as a credit agency. Thus, there was noknown capturing of a referrer or lender identity, or caller or debtoridentity, by say the intermediary for use in, say, tracking, reporting,or feedback to any of the parties involved. Nor would there be anyautomated referral criteria for selecting a financial assistance center(e.g., credit counseling agency, other lender, etc.), say, by computerlogic that applies referral criteria to the call. Lenders would havelittle idea how the credit counseling agencies fared, and the agencieswould nave no idea how they fared as compared with other agencies.

[0006] In sum, the industry has worked long and hard to collect ondebts, and there is a plethora of lenders, troubled debt, and financialassistance centers, yet the known prior art has shortcomings that haveleft many inadequately addressed needs.

[0007]A. Objects and Advantages In view of the foregoing, an object ofthe invention for which a patent is sought is improve over or overcomingsome or all of the drawbacks indicated herein.

[0008] It is an object of the present invention to provide a computersystem linked to call referral activity from debtors to lenders, e.g.,by way of an intermediary, to financial assistance centers.

[0009] It is another object of the present invention to provide acomputer systemto select which of a plurality of financial assistancecenters is suitable, based on lender-specified criteria, for referral ofparticular calls.

[0010] It is yet another object of the present invention to provide acomputer system to capture debtor, and preferably lender, identitiesand/or other data (e.g., by ANI, DINS, IVR, telephony,) for referral andfeedback, reporting, management, and comparative purposes.

[0011] It is still another object of the present invention to provide acomputer system to communicate call referral reports, in real or nearreal time, to a secure global network site, such as an Internet website.

[0012] It is an additional object of the present invention to provide acomputer system to trigger call routing by defaults, time of day,location of caller, quantity (e.g., percent of calls placed to a center,prior communication between a particular caller and center, etc.

[0013] It is also an object of the present invention to provide acomputer system to generate call referral reports by time of day, day ofweek, state of debtor, as well as an analysis of uncompleted (e.g., hangups) calls, comparison with other centers especially those used by acommon lender.

[0014] These and other objects and advantages of this invention willbecome apparent from a consideration of the figures and ensuingdescription in contrast to the state of the art before the presentinvention.

Summary of Invention

[0015] These and the other objects of the present invention, as apparentfrom the specification as a whole, are carried out by providing amachine, manufacture, process, and improvement thereof in which userdefined criteria is electronically and digitally stored in a customdatabase which processes and modifies electrical and digital signalsrepresenting data so as to overcome the aforementioned disadvantages ofprior referral management policies or systems. More particularly, theinvention involves, a computerized system for the management, tracking,and reporting of referrals make from one company, individual, or entityto another company, individual, or entity. More particularly, thepresent invention relates to a process that utilizes telecommunicationstechnology, computer technology, database technology, web-basedreporting application technology to manage, track, and report resultsbased on the user defined criteria.

[0016] More particularly, this invention relates to an automatedcomputer system that allows referrers to define referral criteria,manage their referral process, track referrals and types, and number ofreferrals, and receive referral results in pre-defined or custom reportsin real time or near-real time. One particularly application for thisinvention is in the credit counseling industry where issuers ofunsecured debt such as credit cards might be interested in referringfinancially stressed customers to credit counseling agencies forassistance in meeting their financial obligations.

[0017] Even more particularly, the present invention relates to animproved digital electrical computer-based system configured to addressthe foregoing objects, including a machine (programmed computer),methods for making and using it, products produced by the method, datastructures, and necessary intermediates, collectively referenced hereinafter as the method (for the sake of brevity).

[0018] Accordingly the invention can be exemplified as a computer-aidedmethod such as that for a referrer-controlled method for transferring aninbound communication to one of a plurality of financial assistanceproviders, the method including the steps of: receiving an inboundcommunication from a referring apparatus of information sufficient toidentify a referrer identity; selecting which one of a plurality offinancial assistance providers to refer the inbound communication byusing a computer to look up and to apply referral criteria responsive tothe referrer identity; and connecting the inbound communication to theone of the plurality of the financial assistance providers in accordancewith the criteria.

[0019] In any of the embodiments, the steps of receiving and selectingcan be carried out with the referrer identity being a lender identityand with said inbound communication including a telephone connection toa debtor of a lender having the lender identity.

[0020] Another way of viewing the invention is that it is a method forreferring a telephone communication to one of a plurality of financialassistance providers based on lender criteria, the method including thesteps of: storing telephone numbers for a plurality of financialassistance providers in memory accessible by a digital electricalcomputer; obtaining lender criteria for selecting one of the financialassistance providers; storing said criteria for access by said computer;identifying a debtor; selecting one of the financial assistanceproviders by accessing the criteria, applying the criteria, andaccessing one of the stored telephone numbers; and connecting the debtorby telephone to the one of the stored telephone numbers.

[0021] In any of the embodiments, the invention can be carried out byfurther including the steps of: using ANI to detect a telephone number;and associating the telephone number with debtor information.

[0022] In any of the embodiments, the invention can be carried out byfurther including the steps of: using DNIS to detect a telephone number;and associating the telephone number with lender information.

[0023] In any of the embodiments, the invention can be carried out byfurther including the steps of: receiving debtor-identifying informationby telephony; and communicating the information from said telephony tothe lender for tracking debtor payment performance.

[0024] In any of the embodiments, the step of connecting can be carriedout with the financial assistance center being a credit-counselingagency.

[0025] In any of the embodiments, the invention can be carried out byfurther including the step of: providing some of said financialassistance centers with call activity reporting by means of a secure website.

[0026] In any of the embodiments, the invention can be carried out byfurther including the step of: providing call activity reporting updatedno less than daily at a secure web site.

[0027] In any of the embodiments, the invention can be carried out byfurther including the step of: providing a web site demonstration ofsaid method.

[0028] In any of the embodiments, the step of selecting can include:applying as said criteria a call routing triggered by a quantity ofprior calls respectively placed to the financial assistance centers.

[0029] In any of the embodiments, the step of selecting can include:applying as said criteria a call routing triggered by a detection of adebtor who has previously been referred to one of the financialassistance centers.

[0030] In any of the embodiments, the step of selecting can include:applying as said criteria a call routing triggered by time of day.

[0031] In any of the embodiments, the step of selecting can include:applying as said criteria a call routing triggered by location of thedebtor.

[0032] In any of the embodiments, the step of selecting can include:applying as said criteria a call routing triggered by time of day,location of the debtor, and a quantity of prior calls respectivelyplaced to the financial assistance centers.

[0033] In any of the embodiments, the step of selecting can include:applying as said criteria a default call routing triggered by a failureto make a first connection to one of the financial assistance centers.

[0034] In any of the embodiments, the invention can be carried out byfurther including the steps of: storing call referral informationincluding number of calls and call duration data for each said financialassistance center; and generating a report of said call referralinformation.

[0035] In any of the embodiments, the invention can be carried out byfurther including the steps of: storing call referral informationincluding caller hang up data; and generating a report of said callreferral information.

[0036] In any of the embodiments, the invention can be carried out byfurther including the steps of: storing call referral informationincluding attempted but uncompleted call connecting; and generating areport of said call referral information.

[0037] In any of the embodiments, the invention can be carried outbygenerating a call referral report by time period for each saidfinancial assistance center.

[0038] In any of the embodiments, the invention can be carried out byfurther including the step of: including in the report an analysis ofcall referral activity by time of day.

[0039] In any of the embodiments, the invention can be carried out byincluding in the report an analysis of call referral activity by day ofweek.

[0040] In any of the embodiments, the invention can be carried out byincluding in the report an analysis of call referral activity by stateof debtor.

[0041] In any of the embodiments, the invention can be carried out byincluding in the report an analysis of uncompleted calls.

[0042] In any of the embodiments, the invention can be carried out bygenerating a call referral report including a comparison of saidfinancial assistance centers.

[0043] In any of the embodiments, the step of generating includesgenerating the call referral report including the comparison of saidfinancial assistance centers by a respective one of the lenders.

[0044] In any of the embodiments, the invention can be carried out byusing IVR to associate the telephone number with debtor information.

[0045] In any of the embodiments, the invention can be carried out as areport (product) produced by a method.

[0046] In any of the embodiments, the invention can be carried out as acomputer system programmed to implement a method for referring atelephone communication to one of a plurality of financial assistanceproviders based on lender criteria, the computer system including: adigital electrical computer having a processor, the processorelectrically connected to store and receive electrical signals at amemory device, to receive input electrical signals corresponding toinput information from an input device, to convert output electricalsignals into output information at an output device, the processorprogrammed to control the digital electrical computer to receive theinput electrical signals and to process the input electrical signals toproduce the output electrical signals in storing telephone numbers for aplurality of financial assistance providers in memory accessible by saiddigital electrical computer, storing lender-provided criteria forselecting one of the financial assistance providers, identifying adebtor in response to a telephone communication, and selecting one ofthe financial assistance providers by accessing the criteria, applyingthe criteria, and accessing one of the stored telephone numbers toconnect the debtor to the one of the stored telephone numbers;especially as further including a telephone controlled by said digitalelectrical computer to connect the debtor by telephone to the one of thestored telephone numbers.

[0047] In any of the embodiments, the invention can be carried out asmethod for making a computer system to refer a telephone communicationto one of a plurality of financial assistance providers based on lendercriteria, the method including the steps of: providing a digitalelectrical computer having a processor, the processor electricallyconnected to store and receive electrical signals at a memory device, toreceive input electrical signals corresponding to input information froman input device, to convert output electrical signals into outputinformation at an output device; and programming the processor tocontrol the digital electrical computer to receive the input electricalsignals and to process the input electrical signals to produce theoutput electrical signals in storing telephone numbers for a pluralityof financial assistance providers in memory accessible by said digitalelectrical computer, storing lender-provided criteria for selecting oneof the financial assistance providers, identifying a debtor in responseto a telephone communication, and selecting one of the financialassistance providers by accessing the criteria, applying the criteria,and accessing one of the stored telephone numbers to connect the debtorto the one of the stored telephone numbers.

[0048] In any of the embodiments, the invention can be carried out as acomputerized method for providing call referral activity reporting at anInternet address, the method including the steps of: generating callreferral data by receiving an inbound telephone communication from areferring apparatus of information sufficient to identify a referreridentity, selecting which one of a plurality of financial assistanceproviders to refer the inbound communication by using a computer to lookup and to apply referral criteria responsive to the referrer identity,and connecting the inbound communication to the one of the plurality ofthe financial assistance providers in accordance with the criteria; andposting call referral data to the Internet web address.

[0049] In any of the embodiments, the invention can be carried out asfurther including the steps of: engaging accounting software to trackcompensation for the connecting.

[0050] Briefly, in the system of the present invention, and in the caseof an intermediary, a telephone phone rings collect ANI (originatingnumber) and DNIS (number called) information. The DNIS number identifiesthe lender to the intermediary. The ANI information becomes important tohelp determine if the lender is doing a warm transfer or the consumersare calling themselves. Based on this information, the intermediary willlater determine if this consumer called before and route them back tothe correct (previous) agency.

[0051] Answer the call time stamp. This step to mark the beginning ofthe call.

[0052] Prompt the caller for digits credit card information for routingback to the lender to identify the caller and track what became of thecaller.

[0053] Authenticate the collected digits i.e., credit card number.

[0054] Play a Thank-You message and place the caller on hold.

[0055] Determine if consumer has called before: Previous caller; Newcaller; Default.

[0056] Perform routing table lookup Using the DNIS and ANI informationquery the routing tables for an outbound number to agency.

[0057] Seize an outbound telephone channel (line).

[0058] Get the next outbound telephone number.

[0059] Dial the outbound number.

[0060] Was the call answered in 4 rings (valuable for reportinformation); if not, check if there is another outbound number shiftfrom primary agency to secondary agency.

[0061] Connect caller to agency.

[0062] Wait for hang-up or call time-out Monitor both sides of theconversation for a hang-up. If hang-up is detected, clean up resources.

[0063] Generate updated reports every two minutes, posted to a secureweb site.

[0064] The Referral Management System (RMS) is not limited to just thecreditcounseling world.A Receiver (someone who receives a referral) canbeany of the following: 1. consumer credit counseling agency 2. homeequity lender 3. debt consolidation or loan refinancer 4. bill payingservice (automated or not) 5. commercial lender 6. financial planner

[0065] or more particularly, an apparatus of the same.A Referrer(someone who directs a call for the referral) can be anyof thefollowing: 1. creditor 2. employee assistance program (EAP) 3.professional employer organization (PEO) 4. membership servicesorganization 5. labor unions 6. affinity groups 7. clubs 8. creditunions or more particularly, an apparatus of the same.

[0066] While the foregoing is a reasonable summary, it should beunderstood that the scope of the invention is defined by the claimssubsequent hereto, and that variations on the preferred embodiment areintended to be embraced therein, particularly call referral without anintermediary, as for example by the lender itself directly connectingcallers to credit counseling or other financial assistance agencies.Further detail is provided in the drawings and detailed discussion setout below.

[0067]

Brief Description of Drawings

[0068]Fig. 1 is an illustration of an embodiment of the presentinvention.

[0069]Fig. 2 is an illustration of an embodiment an IVR System diagramin accordance with the present invention.

[0070]Fig. 3 is an illustration of an embodiment an IVR High Leveldiagram in accordance with the present invention.

[0071]Fig. 4 is an illustration of an embodiment an IVR Database Schemain accordance with the present invention.

[0072]Fig. 5 is an illustration of an embodiment a main screen inaccordance with the present invention.

[0073]Fig. 6 is an illustration of an embodiment a members screen inaccordance with the present invention.

[0074]Fig. 7 is an illustration of an embodiment a members summaryscreen in accordance with the present invention.

[0075]Fig. 8 is an illustration of an embodiment a report for levelsone, two, and three in accordance with the present invention.

[0076]Fig. 9 is an illustration of an embodiment a report for levelsfour and five, and of a comparison to date, in accordance with thepresent invention.

[0077]Fig. 10 is an illustration of an embodiment a custom report screenin accordance with the present invention.

[0078]Fig. 11 is an illustration of an embodiment a report with analysisin accordance with the present invention.

[0079]Fig. 12 is an illustration of an embodiment a report map inaccordance with the present invention.

[0080]Fig. 13 is an illustration of an embodiment a network inaccordance with the present invention.

Detailed Description

[0081] Turning now to a detailed discussion of how to make and how touse the present invention, please refer to the code in the Appendixhereto, which is incorporated herein. Generally, with regard to makingand operating the Referral Management System (RMS) 1 of the presentinvention, the following terminology is being used.

[0082]1. RMS Referral Management System2. RT Routing Table3. OBNOutbound Number4. ANI Automated Number Identification (Originatingnumber)5. DNIS Dialed Number Identification Service (Toll-free callednumber)6. IVR Interactive Voice Response7. CCA Consumer Credit Agency8.PSTN Public Switch Telephone Network9. DTMF Dual Tone Multi-Frequency(Touch Tones)10. Outbound Number A Toll-Free number belonging to aparticular CCA.

[0083]11. Default Outbound Number(s) A Toll-Free number of a CCA to callin the event a database lookup fails.

[0084]12. Customer Bank"s customer; this individual is provided aPEREGRIN Toll-Free number, by the bank.

[0085] For a particular embodiment, consideration should be given to T1interfaces, commercial software, custom software, and hardware productsand other features; major factors include scalability, reliability,compatibility, functionality, available support, and short and long termcost. T1 trunking options from the Tier-1 Long Distance ExchangeCarriers (LEC"s) can be obtained by contracts with the LEC"s. Equipmentlocation can be such as SkyNetWeb, a co-location facility in Baltimore,MD. which provides the following: 1.Locked Cabinet (7" X 30 X19)2.Backup Power Generators3.24/7 Access to the equipment4.InternetAccess5.Public Network AccessA suitable IVR platform can be obtainedfrom LCG, and database products, such as those from Oracle, Sybase, andMicrosoft, can be considered for a particular application. Sybase can bechosen.

[0086] Hardware used for the RMS can include T1 interface boards(Dialogic, and BrookTrout), RAID options, memory, processing speedrequirements, and Backup & Recovery options. Dialogic can be used, andRAID V can be chosen for the disk array to provide redundancy; XEONprocessors can be used for potential expansion of the System 1 with 512Kof RAM.

[0087] A toll-free provider can be considered for the best costeffective plan for the particular embodiment, considering per minutecost, minimum monthly requirements, and length of contract. SpringValley (a subsidiary of WorldCom) can be used.

[0088] Hardware can be comprised of the followingRMS:CategoryDescriptionQty.MotherboardIntel C440GX Dual-Xeon1CPUIntelPentium III Xeon 550MHz w/ 1MB cache2Memory256MB Synchronous DRAM2BootDriveSeagate Medalist 6.4GB Ultra ATA/662Hard Drives9.1GB IBMUltra2-SCSI SCA LVD 80pin SCA 10,000rpm4RAID ControllerPCI -Adaptec:AAA-131U2, 1 ch., Ultra2-SCSI, 64MB Cache1CDROMIDE 48XCDROM1OSWindows NT Server 4.0, with 5 client licenses1CaseIntelCabrillo-C Full Tower with 3 redundant 400W Power Supplies1PedestalKitPedestal Kit for Cabrillo-C chassis1Floppy DriveIDE 1.44MB3.5"1KeyboardWindows PS2 104 Key1MouseMicrosoft PS2Intellimouse1MonitorViewsonic Optiquest Q51 15" .28dp1ModemUS RoboticsExternal (56k w/voice) & Blaster External (56K w/voice)2NIC ISA - 3COM10/100MB Ethernet Card1BackupSeagate Scorpion 12/24 SCSI2 TapeBackup1Backup SoftwareSeagate Backup Exec for Windows NT Version 7.3Multi-Server1WarrantyMaintenance3 yr Onsite, pageable, 7/24, 4 hourresponse1UPSAPC Smart UPS 700Net (w/ powerchute software andcable)1Remote ManagementIntel PCI Card/Modem (Emergency Management Card)with Software1CSUExternal T1 CSU's (one spare)3Database ManagementSybaseAdaptive Server Anywhere (20 concurrent license)1IVR PlatformVBVoice -96 channel Professional Edition 1T1 Boards Dialogic SC/240 Single T1Boards 3 The trunk interface boards are Dialogic SC/240 T1 Interfaceboards. The IVR software was built using the Professional Version ofPronexus"s VBVoice Toolkit. This software interfaces with the DialogicT1 interface boards to answer the call, collect the ANI and DNISinformation, prompt the Customer, initiate the Outbound Number databaselookup, dial the Outbound Number and bridge the call between the InboundCaller and the Outbound destination.

[0089] VBVoice is purchased based on number of channels that it willsupport. This support can always be upgraded but currently can support amaximum of ten T1"s, e.g., the following version of VBVoice: VB VoiceProfessional 4.1 - 96 Channels (supports 4 T1"s). This software supportof four T1 circuits will allow for expansion of two more T1"s withoutupgrading the VBVoice software

[0090] The IVR Server has the following available 4 PCI slots for T1"s.In the present implementation, there are three single T1 PCI boards. Twowere immediately configured in the system and one is a spare. Theinitial capacity will be as follows: T1 Trunks Two (Two PCI boards OneT1 per board): This allows for 24 simultaneous completed calls to theCCA"s through the system. Initial call volume capacity is 20Kcalls/month (non-blocking).

[0091] Assumed the following average call criteria:1.24 Business Daysper Month 2.12 Business Hours per Day3.7 Minutes per Call With the abovecall criteria, the IVR system will average approximately 1 call perminute with a 20K calls/month load on the system.

[0092] The Referral Management System 1 (RMS) performs criteria-basedcall routing. A caller dials a nationwide toll-free number that entersinto the RMS via PSTN T1 audio trunks. Data including originating number(ANI), and called number (DNIS) are sent in over the PSTN and arecollected by the RMS system. From this data, the day of week, time ofday, and geographic region are determined and are utilized in a routingtable (RT) lookup. The caller is presented with a recorded greeting anda request to enter a credit card number (if this prompt is enabled),which is then captured by the RMS. If no number is entered or the numberis determined to be an invalid credit card number, the caller isprompted again. With or without data from the first and second try, arecorded message is played and the transaction proceeds. A routingdatabase lookup locates one main outbound number (OBN) and one or twodefault outbound numbers to dial depending on the routing model assignedto the toll-free called number (DNIS). The provided routing modelsare:1. Default One or two numbers assigned to a call if a DB lookupfails or primary call fails.

[0093]2. Statistical Routing based on percentage of calls going to twoor more agencies.

[0094]3. Time & Location Routing based on where the call originated from(ANI).

[0095]4. Hybrid Combination of the Statistical and Time & LocationModels.

[0096] The RMS places the customer on-hold and dials the OBN, and thenconnects the Customer or caller once an answer is detected. If a busysignal or no answer ( defined by a configurable number of rings) isencountered, the call is re-routed to a default OBN based on RTspecifications.

[0097] The RMS will continue to monitor the call until a hang-upcondition is detected. It will then database the total length of thecall. The RMS stores the detailed data on each call into a databaserecord which is sent to the PEREGRIN Web Server via a push process. Thispush process logs its activity and occurs at a configurable rate (e.g.,every two minutes).

[0098] The following RMS requirements utilized in the development of theSystem 1.

[0099] A.IVR Application Requirements1.Shall answer phone call and starttimer.

[0100] 2.Shall collect and/or database:3.ANI Collected (Y orN)4.Originating Number (ANI)5.State call originated from (2Digit)6.Start Date of Call (DD/MM/YY)7.Start Time of Call(HH:MM:SS)8.End Time of Call (HH:MM:SS)9.Length of Call(HH:MM:SS)10.Called Number (DNIS)11.Customer (i.e., caller) EnteredDigits (16 max.)12.Criteria Cell Matched13.Number Call was attemptedto…14.Number Call was completed to…15.Completion code (TRUE,FALSE)16.Non-complete reason (busy, no answer, line failure)17.Shallprompt Customer, if enabled, for a 13-16 digit number terminated by apound sign and shall log an event for digit time outs. Shall be able todisable Customer prompting for digits for a given DNIS18.Shall view aninvalid digit as a digit timeout.

[0101] 19.Shall database number entered by Customer.

[0102] 20.Shall wait eight (8) seconds for Customer to enter the firstdigit before prompting the Customer for a number a second time.

[0103] 21.Shall wait eight (8) seconds in between digits, beforeprompting the Customer for a number a second time.

[0104] 22.Shall authenticate the number entered by the Customer andshall log an event should authentication fail.

[0105] 23.Shall authenticate the number entered by the Customer when themaximum number of digits is entered regardless of whether or not a poundsign was entered.

[0106] 24.Shall play a Thank-you message and proceed with the transferif the second prompt fails in anyway.

[0107] 25.Shall play a Thank-you message anytime the Customer properlyenters the number.

[0108] 26.Shall be prompted a maximum of two times before proceedingwith the transfer.

[0109] 27.Shall determine if Customer has called before only after asuccessful authentication.

[0110] 28.Shall transfer Customer to the same Outbound Number used ontheir first call and shall NOT try another Outbound Number should thisone fail.

[0111] 29.Shall seize an outbound channel and send DTMF digits down thechannel.

[0112] 30.Shall interface to a Sybase database.

[0113] 31.Shall query the Sybase database for a list of Outbound Numbersto Dial.

[0114] 32.Shall record the total length of the call.

[0115] 33.Shall log significant events.

[0116] 34.Shall put Customer in HOLD state.

[0117] 35.Shall play message or music while Customer is in HOLD state.

[0118] 36.Shall play THANK YOU message after authentication succeeds orfails twice.

[0119] 37.Shall ring the Outbound Number 4 times, if no answer, shalldial the next Outbound Number.

[0120] 38.Shall dial the next Outbound Number if fast busy is detected.

[0121] 39.Shall remove the Customer from the HOLD state and connect themto the answered Outbound Number.

[0122] 40.Shall play an apology message if we fail to seize an outboundchannel and shall log this event.

[0123] 41.Shall detect if either side of conversation hangs up and dothe following: 42.Clean up resources appropriately43.Record thetime44.Shall log an event if a conversation exceeds a maximum time.

[0124] 45.Shall log an event, play an apology message, and clean upresources if all Outbound Number dial attempts Fail.

[0125] 46.Shall use a default Outbound Number if all Outbound Numberdatabase lookups fail.

[0126] 47.Shall record time when Customer is connected to an answeredOutbound Number.

[0127] 48.Shall attempt to connect first time Customers to a maximum ofthree (3) different Outbound Numbers, 1 from the Routing Tables and 2Defaults.

[0128] 49.Shall attempt to connect Customers to the 2 Default OutboundNumbers in the event the Routing Table lookup fails.

[0129] 50.Shall read a configuration file for basic systemparameters:51.Number of Rings to wait for an Outbound Number toanswer52.Maximum length of a call53.Amount of Time to wait betweendigits54.Maximum Number of Digits in prompted number55.Minimum Number ofDigits in prompted number56.Database push interval57.Shall bedynamically re-configurable58.Shall play a custom greeting based on DNISwhen the call is first answered.

[0130] 59.Shall be able to modify or add custom greetings for the firstprompt without re-compiling the system code.

[0131] B.Database Requirements1.Shall be encrypted and written to a fileevery 24 hours.

[0132] 2.Shall push the IVR table data out the network connection at aconfigurable interval.

[0133] 3.Shall specify a Routing Model for all Inbound Numbers4.Shallhave three basic Routing Models and one Default. The three basic RoutingModels are:5.Statistical6.Time Location7.Hybrid8.Routing Models shallkey off the DNIS information9.Shall provide three types ofLookups:10.Previous Caller: For valid CCN"s, shall determine if Customerhas called before. If customer has called before and was connected to aCCA, then the previously dialed Outbound Number will be returned. If theCustomer called before but was never connected to an Outbound Numberthen the Customer will be treated like a new caller and a New CallerLookup will be performed.

[0134] 11.New Caller: If the Customer has not called before or aninvalid CCN was entered or the Customer has called before but was notconnected then the Routing Model specified for the DNIS will be used tolookup one Outbound Number. Regardless of the specified Routing Model aDefault Routing Model will always return two Outbound Numbers. When aRouting Model is not specified for a particular DNIS the Default RoutingModel will be used.

[0135] 12.Default: For each DNIS two CCA numbers will be specified, oneprimary and one secondary. This lookup will always return two outboundnumbers.

[0136] 13.Shall handle the following Routing scenarios:CallScenarioLookup Description 1DNIS not CollectedGo to Routing-Decisiontable, key off not received and use the specified Routing Model.2InvalidDNIS Collected (DNIS collected is not defined in our table)Go toRouting-Decision table, key off invalid and use the specified RoutingModel.3DNIS Collected, ANI not CollectedGo to Routing-Decision table,key off the received DNIS and use the specified Routing Model to get thefirst Outbound Number to dial. (This creates a unique routing issue ifthe TimeLocation Model was specified. There should be logic inside theTimeLocation Model to handle this scenario.) The IVR will use theDefault Routing Model to lookup two more Outbound Numbers. A maximum ofthree Outbound Numbers will be tried for this Customer.4Both DNIS andANI are CollectedGo to Routing-Decision table, key off the received DNISand use specified Routing Model and use it to lookup one specificOutbound Number. Attempt to dial this CCA. The IVR will use the DefaultModel to lookup two default Outbound Numbers. A maximum of threeOutbound Numbers will be tried for this Customer.5Bank requests: XX% ofthe time call CCA #1 XX% of the time call CCA #2 .

[0137] XX% of the time call CCA #n Primary Default SecondaryDefaultStatistical Model: For each Inbound Number the bank will specifya certain number of Outbound Numbers (CCA"s) with correspondingpercentages. The total percentages must add up to 100%. If only oneOutbound Number is specified then the percentage must be 100%. The modelwill be used to determine the first number to attempt.

[0138]DefaultModel: The bank will also specify two default number if thefirst attempt fails.6Bank requests: State1 and TimePeriod1 to CCA #1 .

[0139] State1 and TimePeriod4 to CCA #2 .

[0140] StateN and TimePeriod1 to CCA #P .

[0141] StateN and TimePeriod4 to CCA #Q Primary Default SecondaryDefaultTime Location Model: For each Inbound Number the bank willspecify calls from a certain state and at a certain time period to berouted to a particular CCA. The Time Periods will be mutually exclusive.The number of Time Periods will be limited to four for each state. Themodel will be used to determine the first number to attempt.

[0142]DefaultModel: The bank will also specify two default number if thefirst attempt fails.7Bank requests:State1 and TimePeriod1 to CCA#1State2 and TimePeriod2 - 50% to CCA#2 - 50% to 10 other CCA"sHybridModel: This model combines the Statistical and TimeLocation Models intoone Model so when a Customer calls from a particular location during aparticular time range we can statistically route calls to theappropriate CCA. In addition we can route differently based on the dayof the week. In particular we can discern between day of the week,weekends, and holidays.Default Model: The bank will also specify twodefault number if the first attempt fails.Overall system design andtechnical management for the RMS system includes the IVR System,Database Schema development, custom IVR application development, errorrecovery utilizing paging technologies, installation and testing, andfuture expansion and support plans.

[0143]Fig. 1 is an illustration of an embodiment of the presentinvention. Fig. 1 shows a customer 2 or caller connected by a channel toPTSN 4, which is centrally connected to a CCA 6, a Remote MonitoringStation 8 allows the referring bank to listen in on calls which arebeing transferred or sent to agencies, which may require a monitoringstatement to be made when the call is be transferred advising theconsumer that the call may be monitored, and Tier 1 Provider 10 ofchannels (in-bound and outbound audio lines), which connect via DualProcessor Server 12. Dual Processor Server 12 includes Trunk InterfaceBoards 14, which link to PSTN 4 via a Remote Maintenance System 16 ismonitoring software which detects the condition or falure of key aspectsof the IVR, such as temperature of the unit, hard drives working, etc.,and sends a page to personnel if warning conditions occur. It alsoallows remote rebooting of the system, IVR 18 Database Management System20, with Custom Software 20 is all of the steps detailed beginning withstep 1., Collect ANI and DNIS at 30. This softweare analyzes the call,gathers information, presents it for routing and sends the call to thedesignated agency. Dual Processor Server 12 communicates with Disk Array24, makes a tape back up 26, and interfaces with a courier system suchas UPS System 28.

[0144] As to error recovery, the following paging requirements are forthe RMS System 1 to recover from system faults and generatepages:1.Inbound T1 Fault2.Outbound T1 Fault3.Database Fault4.WebServerNot Accessible5.Switched to Backup PowerThere should be a continuousmonitoring capability to detect problems with the RMS server such astemperature thresholds exceeded, memory errors, disk errors, andOperating System malfunctions.

[0145] With regard to the IVR subsystem, access to the Internet can beprovided via a port on SkyNetWeb"s switched Ethernet LAN. The access canbe through MCI/Worldcom"s UUNET. Thirty-two (32) IP addresses can beprovided and 50 GB of data transfer per month can be supportedFor publicnetwork access, 24 in-bound audio channels (telephone lines or the like)can be provided by a Spring Valley/ MCI WorldCom Dedicated T1 Trunk.There also can be 24 out-bound audio channels, which can be provided bya MCI WorldCom Local T1. Additional in-bound and out-bound audiochannelscan be provided by a Spring Valley/ MCI WorldCom Dedicated T1Trunk.

[0146]Fig. 2 is an illustration of an embodiment an IVR System diagramin accordance with the present invention. The IVR application for theRMS 1 and the IVR Sub-System custom software 20 has the followingdescription.

[0147]1. Collect ANI and DNIS at 30;2. Answer Call at 32: Time stampthis step to mark the beginning of the call.

[0148]3. Prompt Customer for Digits at 34: After answering the Call,prompt Customer for digits using Prompt 1. After the first digit timeoutprompt Customer for digits using Prompt 2 and after the firstauthentication failure prompt the Customer for digits using Prompt 3.

[0149]4. Wait for Customer to enter a DTMF digit at 36: The first timethe Customer fails to enter a digit, log an event, and re-prompt theCustomer for digits using Prompt 2. The second time the Customer failsto enter a digit, log and event, and prompt the Customer using Prompt 4.The Customer has maximum amount of time to enter a digit and this willbe specified by the digit timeout parameter. This parameter will bedynamically re-configurable.

[0150]5. Collect a DTMF digit at 38.6. Validate the Collected digits at40: Proceed to step 7 and authenticate the collected digits if any ofthe following cases are TRUE:·If the digit is a pound (#) at 40·If thedigit is a star (*) at 40·If the 17^(th) digit is NOT a pound (#) at40·If NONE of the above cases are TRUE then proceed to step 36 and waitfor another digit.

[0151]7. Authenticate collected digits at 42: Do the following checks inthe following order:·Invalid digits (star *)·Minimum number of digitsrequired·Maximum number of digits allowed·Subject the collected stringof digits (minus the pound (#) sign) to provided authenticationalgorithm.

[0152] ·The first time any of the above checks FAIL, log an event andre-prompt the Customer for digits using Prompt 3. The second time any ofthe above checks FAIL, log an event and prompt the Customer using Prompt6.

[0153]8. Play a Thank you Message at 44: Depending on how a Customergets to this step one of three different prompts will be played.

[0154]9. Play a Thank you Message at 46: Depending on how a Customergets to this step one of three different prompts will be played.

[0155]10. Determine if Customer called before at 48: Only whenauthentication is successful, perform a database lookup into theCustomer Tables to determine if the current Customer has called in thepast. When doing this search in the database we should only have tosearch calls which have authenticated properly. This should speed upthis query. This step is performed in an effort to reconnect pastCustomers to the same Outbound Number every time, provided they alwaysenter their account number properly.

[0156]11. Perform Routing Table Lookup at 50: Using the DNIS and ANIinformation query the routing tables for an Outbound Number.

[0157]12. Put Customer on HOLD at 52: Customer must be put on HOLD whilethe IVR system dials the Outbound Number. Time stamp this step so we canmonitor how long we keep a Customer on HOLD. 13. Play Music or a Messageat 54: While the Customer is on HOLD play music or use Prompt 9. 14.Seize an Outbound Channel at 56: If this succeeds proceed to step 14, ifit fails, log an event and play the Customer message using Prompt 8.

[0158]15. Get the Next Outbound Number at 58: Get the next Outboundnumber to dial. If the Customer has called before then there will onlybe one number on this list. If this is a first time caller and therouting table lookup was successful then there will be 3 numbers on thislist (1 from routing tables and 2 defaults). If this is a first timecaller and the routing table lookup failed, then there will only be 2numbers on this list ( the 2 defaults).

[0159]16. Dial the Outbound Number at 60: Send DTMF tones down theoutbound trunk corresponding to the Outbound number. (Dial the CCA)17.Was Call Answered within 4 Rings at 62: If it was then proceed to step1918. Are there any more Outbound Numbers at 64: If the Called partyfails to answer within the first 4 rings, for any reason, then we end uphere. If there are more Outbound numbers to dial goto step 14, if not,log an event and Play an apology message specified by Prompt 7.

[0160]19. Play Apology Message at 66: Depending on how a Customer getsto this step one of two different prompts will be played20. ConnectCustomer to CCA at 68: Time stamp this step and calculate the amount oftime it took the IVR system to connect the Customer to an appropriatedestination.

[0161]21. Wait for Hang-up or Call Time-Out at 70: Monitor both sides ofthe conversation for a hang-up. If hang-up is detected, clean upresources (trunks, etc.) and time stamp this step so the total length ofcall can be calculated. If hang-up is NOT detected before the callduration reaches the maximum allowed, log an event, time stamp and cleanup resources (hang-up).

[0162] Turning now to the IVR Sub-System Database 20 (Fig.1), the Sybaseproduct, Adaptive Server Anywhere can provide database Management forthe RMS. A Push application was developed to transfer database contentrequired by the Web Sub-System over the network connecting the twosub-systems. The timing of this push is controlled by a setting in aconfiguration (setting indicates the number of minutes between pushes).For example, if set to 2 will push the data every two minutes. To makethe push more efficient, only the new records since the last push aresent to the Web Server.

[0163] The IVR Sub-System of Data Mangaement System 20 interfaces withthe Web Sub-System shown in Fig. 3. Components include IVR Database 72,Web database 74, which communicates to a global network such as theInternet World Wide Web 76. Benefits Include:

[0164] 1.Protects integrity of IVR Database2.Redundancy3.Optimized WebDatabase for Web Reporting4.Removes reliance of Web Server on IVRDatabase (split sisters)Database Schema is shown in Fig. 4 whch is therouting model and data for each referrers" inbound lines. With regard tothe Website (e.g., for access to reports), it is advisable to utilize abrowser, such as Internet Explorer 4.0 or higher, or Netscape Navigator4.0 or higher, etc., preferably with 128-bit encryption (SSL).

[0165] Internet Explorer 1.Select Help on the menu bar 2.Choose AboutInternet Explorer from the drop down menu 3.The number in the "CipherStrength" field is the encryption strengthNetscape 1.Select Help on themenu bar 2.Choose About Navigator or About Communicator from the dropdown menu 3.Scroll down and look to the left for the statement thatbegins, "This version supports U.S. Security with RSA Public KeyCryptography" That indicates a 128-bit encryption level.

[0166] Preferably the invention is carried out with a secure web site,for example, using Secured Sockets Layer (SSL) for secure transmissions.SSL applies encryption between two communicating applications, such asthe Referrer Computer and the System Internet server. When the ReferrerComputer transmits data over the Internet, the data is encrypted or"scrambled" at the sending end and then decrypted or "unscrambled" atthe receiving end. Encryption is a technology that allows securetransmittal of information along the Internet by encoding thetransmitted data using a mathematical formula that scrambles it. Withouta corresponding "decoder," the transmission would look like nonsensetext and would be unusable. It can be used with many applications,including electronic commerce (sending credit card numbers for orders ortransmitting account information), e-mail messages and sensitivedocuments. The System uses digital signatures and 128-bit encryption toidentify users and to ensure that information exchanged online is safefrom interception and alteration.

[0167] Additionally, the Web Site requires a unique User ID andPassword. Thereafter, each time a Referrer Computer is used in asign-on, the user"s identity is confirmed by a series of authenticatingsteps. After authentication, a "cookie" is planted in the ReferrerComputer system to identify the referrer ComputerPreferably theinvention is carried out so that the browser must accept cookies. Abrowser may be set to receive cookies automatically or to notify ofcookies. Either way is acceptable. If the browser is set to notify, auser may receive a notice that the server wishes to set a cookie whenthe user accesses secure areas of the Web Site.

[0168] Put simply, a "cookie" is a small piece of information about acomputer"s identity. There are two kinds of cookies -- "persistent" and"transient." A persistent cookie, once installed, remains on the harddrive of a computer. Preferably a transient cookie is used, which is notpermanently stored on the Receiver Computer hard drive and is notavailable to anyone other than the System. The cookie containsinformation that allows the System to maintain continuity from one pageto another as the referrer Computer navigates the site and reports. Allinformation is securely encrypted through the use of SSL as describedabove.

[0169] Accessing the Web Site is carried out in the usual manner ofentering the correct Internet address the Referrer Computer"s browseraddress bar and hitting enter. At this point, the System Websitesecurity validates the IP address and approach. Once a main screenappears, the referrer Computer can be used to bookmark the page forfuture easy reference.

[0170] From the main screen in Fig. 5, a user of the Referrer Computercan choose:Members 100 a secure part of the Website, requiring a loginid previously obtained from the System by using a CONTACT US button toobtain a login id. The user can access all reports by this means.

[0171] Links and News 102 links for both financial and industrypurposes, and news that is pertinent to the industry. Use the CONTACT USbutton at the bottom of the page to suggest a link.

[0172] What we do 104 all about the System for receivers and referrers.New visitors can enroll to become a receiver or referrer or view atutorial by clicking on the links here.

[0173] About us 106 all about the System and its related team-as theenterprise grows.

[0174] As the user moves a mouse pointer over any of these items, adescription of the function appears to its right in the green area,replacing the verbiage there. At any time, anywhere in the site, theuser can use a browser"s Back button to return to a previous page. Or,click on the nav bar name to go right to that report or section. To goto the main page, Fig. 5, simply click on a HOME in the bottom left ofany screen, or click on the System logo (in this case, Peregrin) in theupper right.

[0175] Turning now to using the embodiment of the present invention inconnection with reporting, subsequent to the above-mentioned login, auser can move a mouse pointer over a MEMBERS button and click once. theuser is then taken to a member login screen, Fig. 6. The user enters aUser Name and password here. If the user has not enrolled, or forgottena password, the user can click on the highlighted text below the loginscreen to send an email to the System automatically for assistance.

[0176] Once the user has entered a User Name and password, clicked on aSUBMIT button, and a summary for the login level appears. the user"slogin level will show referrals for a particular area of responsibilityas defined by the user"s administrator. the user"s senior management maysee all referrals by all departments within their areas ofresponsibility, while other department areas may see referrals from justtheir areas of responsibility. Some users who access reports frequentlyfind it helpful to bookmark this page instead of the main page.

[0177] A login can be set to stay active for a fixed period of time,say, 30 minutes of inactivity, so if the user leaves the ReferrerComputer for more than 30 minutes, the user will be automatically loggedoff the System. As long as the User is active within the time period,the user will not be automatically logged off, unless, of course, theuser closes the browser.

[0178] A Member Summary Screen, Fig 7, is provided upon a successfullogin. This screen identifies the user and the location associated withthe user. The user will be able to view reports for all referrals fromthis location. To come back to this summary at any time, simply click ona MEMBER SUMMARY button.

[0179] As to the Referrer reports, there are several buttons (options),such those illustrated on the left-hand navigation bar (navigation bar)of Fig. 7, DAILY REPORTS, 7 DAY REPORTS, 30 DAY REPORTS, AND YEARREPORTS, which function identically for different time periods. MONTHLYor other periods could similarly be used.

[0180] DAILY REPORTS reflect the current day beginning at 12:00:01 AM ofthe day the user inquires. 7 DAY REPORTS reflect the last 7 days endingat 12:59:59 PM the day before the user inquires. 30 DAY REPORTS reflectthe last 30 days ending at 12:59:59 PM the day before the user inquires.YEAR REPORTS show the last 365 days ending at 12:59:59 PM the day beforethe user inquires. For specific date ranges, such as a calendar week ,month, or year, use CUSTOM REPORTS.

[0181] Many of the higher-level reports include two powerful and usefulbuttons in the left most columns of Fig. 8 (in connection with Fig. 9).Click the DRILL DOWN button to get more information on any line that hasa bold heading. For instance, from the monthly summary page Drill Downwill take the user to a listing of each day"s activity by receiver.Click on any bold entry from there to see a listing of unique callers onany one day. And Click on any bold entry from there to see callers withduplicate identification information. The user can learn more aboutdrilldown reports below.

[0182] Click the COMPARE button to go to a sub-report listingcomparative information on all referrers that the receiver uses.Examples:When viewing a summary report, notice that call completionrates and talk time have decreased at one of the receivers. When theuser clicks on the COMPARE button for that receiver, the user sees thatthe receiver now has two new referrers making referrals. This newreferral volume could be affecting the service level the receiver hasbeen providing to user, which may warrant investigation.

[0183] When the user clicks the COMPARE button for one receiver, theuser may see that the Referrer makes up a majority of the referrals thatthis receiver is getting. Perhaps other referrers have not discoveredthe value this receiver can offer; perhaps other referrers have been ina similar referral relationship with this referrer before and havediscovered it to be to their disadvantage to be dependent on one agency.

[0184] Whatever the reason, this information may warrant furtherinvestigation. Preferably referrer identities are not generallydisplayed, and volumes are shown as percentages of the total referralsto that receiver to maintain confidentiality of referrers.As a moreparticular example, consider YEARLY REPORTS.

[0185] The YEARLY REPORTS provide a snapshot of the user"s ReferringInstitution, including referral data to all receivers in the last 365days. The receiver name in level one can be clicked to visit thereceiver"s website, if there is one.

[0186] As always, click the browser"s BACK button to return to theprevious report, or click on a report name to go there directly.

[0187] Click on the DRILL DOWN button to proceed to level two, the nextlevel of detail. Here the user will see summary information for each ofthe previous 12 months for the receiver identified by clicking on acorresponding button. The date column in Level 2 is bold for every monthin which there have been more than one referral made to this receiver.

[0188] Then, click on a bold month to go to Level 3 for a summary ofreferrals for the month to that receiver. There is one row for each daythat there were referrals. Clicking on a bold date (Bold indicates thatthere was more than one referral made to that receiver that day) takesthe user to level 4 where all referrals for that date are listed by Timeof Call.

[0189] If any of the credit card numbers are bold in level 4 there aremultiple records for that credit card number (even if the credit cardnumber is shown as a 0), providing the user with the ability to drilldown to level five.

[0190] Level five displays all matching records for the clicked cardnumber.

[0191] Examples of YEARLY REPORTS are shown in Figs #-# . At level one,the date range is listed on top of the report. Click on the DRILL DOWNbutton for more detail on any receiver. At level two, the receiver nameand date range are at the top of the report. There is one row for eachcalendar month. Months with multiple referrals are bold. Click on anyBold Month for detail by date of call. At level three, the receiver nameand date range are at the top of report. There is one row for each dateof referrals. Dates with multiple referrals are bold. Click on any BoldDates for detail by caller"s account number and origination. At levelfour, there is shown each card number entered for each call and theoriginating phone number for calls made to the receiver selected inlevel 1 for the day clicked in the previous level. Receiver name anddate range are listed at the top of report. Records are sorted by timeof day from most recent. There is one entry per unique identifier, i.e.,credit card number. Multiple entries are Bold. (Click on Bold cardnumbers for more detail.) Zero is displayed if no card number wasentered. At level five, in the case of multiple calls having the samecard number, this report will show each of the calls made with thataccount number. Account number is listed at the top of the report.Originating phone number, time, date, and length of each call islisted.Using COMPARE is a very powerful tool that permits a user to viewother receivers being used by a referrer. Click on COMPARE next to thename of any receiver to see statistics such as those in Fig. 9, wherethe user will see its organization listed first, and all other referrersusing that receiver will be listed (without identification) below that.This report enables easily comparison against other referrers at thisagency, e.g., by: 1.Call completion rates2.Phone times3.Share ofreferrals contributed4.Referrals to one receiver versus another5.And,this report enables benchmarked performance questions:6.What percent ofreferrals do are contributed to this agency?7.Are call lengths longer orshorter? Is this better or worse? Does the referrer"s call lengthscontribute to returns/conversions/counseling effectiveness?8.Is thereferrer getting the service level for the share of referralscontributed?9.Are a lot of referrers using this receiver? Why or whynot?10.Has the receiver started serving more or less referrers? Why? Howdoes this affect service levels?11.How does this receiver"s performancewith all referrers compare to other receivers?Turning now to use of theCUSTOM REPORTS feature, this menu option provides the ability toconstruct a custom search of the referral database. The user is greetedwith a custom search area similar to the one shown in Fig. 10. Thissearch interface allows manipulation of all of the report variables inorder to refine a search to meet a user"s particular needs. Thesereports will display the requested information in a table. The user alsocan have the option to download these reports in a format which can beimported to a word processor or spreadsheet (like Microsoft Word ™orExcel™).

[0192] Turning now to use of the SUMMARY REPORTS feature, this menuoption provides System members with anonymous summary information thatreaches across all receivers and referrers. These reports producereal-time summary calculations on all records in the current database(maximum of 365 days). See Fig. 8, Level One.

[0193] Turning now to use of the TIME OF DAY / DAY OF WEEK REPORTSfeature, this menu option provides a report of frequency data on calleractivity based on a 7-day week. Data is provided for each day of theweek with a drill down link on each day to provide information on anhourly breakdown. Currently summarizes all System 1 activity; but canalso summarize by login. See Fig. 8, Level Two, where the user maydrilldown on any Bold entry by clicking on it to see referraldistribution by hour of the day.

[0194] Turning now to use of the TIME OF MONTH REPORTS feature, thismenu option provides a report of frequency data on caller activity bycalendar month of the year and time of the month. Data is provided foreach month with a drill down link on bold months to a daily breakdown.Currently summarizes all Peregrin activity; later will also summarize bylogin. See Fig. 8, Level 3, where the user may drilldown on any Boldentry by clicking on it to see referral distribution by day of themonth.

[0195] Turning now to use of the STATE OF ORIGIN REPORTS feature, thismenu option provides a report of frequency data on caller activity basedon the state of origin. Data is provided for each state. Data is sortedby state. This report does not have drill-down functionality. Currentlysummarizes all activity; but can also summarize by login. See Fig. 9,Level Four.

[0196] Turning now to use of the STATE OF ORIGIN REPORTS feature, thismenu option provides a report provides users with a summary of overallcall completion rates across all receivers and referrers. The reportalso provides a percentage breakout on the causes for incomplete calls.Currently summarizes all activity; but can also summarize by login. SeeFig. 9, Level Five.

[0197] An illustration of an embodiment a report screen for analysis isprovided in Fig. 10, and a schematic view of the site reports isprovided in Fig. 11.

[0198] Not shown on the Figs. is an accounting system, such asQuickBooks ™, which can operate on a computer of the intermediary,either independently or in connection to the System 1 of Fig. 1 toaccount for compensation for call referral, such as a flat fee for eachcall referral, the fee being paid, for example, by the financialassistance center receiving the call referral.

[0199] Turning now to the operational standards for the website,particularly the specifications and configurations of the web server,firewall server, and related software and hardware, consider first ageneral overview of the SQL database used to drive the website. Thewebsite maintains a simple but secure multi-server design. The firewallserver, which protects the network from unauthorized access, is aWindows NT Server configured with Axent Raptor Software. The web serveris another NT Server running Internet Information Server, Cold Fusion,and Microsoft SQL server.

[0200] When an Internet user (via computer 110) requests a page from thedomain, the request is routed via switch 112 to SkyNetWeb, the DNSauthority and ISP (Internet Service Provider). SkyNetWeb has a WebServer114 with a routing table entry which redirects all requests to theintermediary"s IP address (64.23.0.20), which has been assigned to thefirst network card in the Firewall. A Raptor server redirects therequest from the firewall to the web server through a port 80connection. The web server does not have an external Internet IPaddress. The web server is connected to the Firewall server using aninternal IP address range 9192.168.XXX.XXX). The only device that isexposed to the Internet is the Firewall server 116, as illustrated inFig. 13.

[0201] Each of the three servers, including the IVR Server 12, isconfigured as a member server of a workgroup .

[0202] The Firewall Server can, for example, be as follows: LCG Server;Windows NT Product ID Number 26699-OEM-0044587-97975; Intel Pentium III,600 Mhz Processor (single processor); 256 MB RAM; 2 X 6.4 GB Hard Drivesoperating in a RAID configuration; 3 X 10/100 Network Cards (Intel); TopCard Connected to WAN with blue cable; Middle Card Connected to internalnetwork with RED cable; Bottom Card Currently inactive; Dual-redundantpower supplies; 15 inch Optiplex monitor; CD-Drive; Floppy Drive. Andthe software can be Axent Raptor Version 5.5; Internet Explorer;CuteFTP; Windows NT Server 4.0; Service Pack 5; Raptor Mobile VPNSoftware. The firewall server 116 is configured to block allunauthorized Internet traffic. The minimum required ports have been leftopen.

[0203] Inbound traffic on portWill resolve to 80 (http)Port 80 on theweb server443 (SSL)Port 443 on the web serverOutbound traffic from theweb server on portWill be routed to the Internet from port25 (SMTP)25 onthe Firewall The firewall server 116 can be installed with 3 NetworkInterface Cards (NIC) configured as follows:Card 1:External InternetExposure(Top Card)IP Address: 64.23.0.20Card 2:Internal Network betweenthe Firewall and Web servers(Middle Card)IP Address: 192.168.1.1Card3:Inactive card (Could be used to configure another domain)(BottomCard)IP Address (10.1.1.1)All web-based communication uses the TCP/IPprotocol stack. The Raptor Firewall 116 can be configured to run as anNT service with automatic start-up. Upon restart, all Raptor serviceswill automatically resume.

[0204] There are two physical drives in the server. Each drive has an8.4.GB capacity. The drives are partitioned into three volumes (C, D,and E). All relevant data is currently being stored on the C partition.D and E are currently empty except for a CuteFTP application directoryon E. CuteFTP was used to download various applications and updates tothe network. It should not put network security at risk. Raptor Firewalldoes a very good job of disabling insecure NT services. The followingservices are currently running on the Firewall server.

[0205] EventlogPlug and PlayRaptor FirewallRemote Procedure Call(RPC)SpoolerTCP/IP NetBios HelperWorkstationThe WebServer 114 can, forexample, be LCG Server; Windows NT Key 26699-OEM-0044587-97975; 2 XIntel Pentium III, 550 Mhz Processors (dual processor); 512 MB RAM; 3 X9.1 GB SCSI Hard Drives operating in a RAID 5 configuration; 2 X 10/100Network Cards (Intel); Dual-redundant power supplies; 15 inch Optiplexmonitor (model no VCDTS21487-3M); CD-Drive; and a Floppy Drive.Similarly, the software can be Windows NT Server 4.0, Service Pack 5;Internet Information Server 4; Cold Fusion Professional Server, Version4.5; Microsoft SQL Server 7 (Dual Processor, Unlimited InternetConnector Licenses); Web Trends Log Analyzer; Internet Explorer; and PCAnywhere Version 9.

[0206] The WebServer 114 can be configured to accept Internet requests,process results, and pass formatted result pages back to the Internet.The server 116 completes this task by using Internet Information Serveras the core web server application, Microsoft SQL server 7 as thedatabase engine, and Allaire Cold Fusion 4.5 as the middle-wareapplication to translate database content into properly formatted webpages.

[0207] When a client calls the 800 number in search of a CCA, thedetails of the phone call are recorded in the IVR database 20.Preferably in real time, but also doable is every 1-3 minutes, the IVRdatabase pushes new call records to a Microsoft SQL 7 database on theWebServer 114. CCA and Creditor members then query the call recorddatabase to retrieve relevant information. Cold Fusion ApplicationServer formats this information into HTML.

[0208] The WebServer 114 has two network cards that allow the server 114to route data requests between the Web/Firewall network and the Web/IVRnetwork. The network cards can be configured as follows:Card 1:Web /Firewall CardIP Address: 192.168.1.2Card 2:Web / IVR CardIP Address:192.168.2.1Microsoft IIS, Cold Fusion Server, SQL Server, PC Anywhere,and WebTrends have been configured to run as NT services with automaticstart-up. Upon restart, all above-mentioned services will automaticallyresume.

[0209] The WebServer 114 has been installed with 3 X 9.1 GB hard drivesoperating in a RAID 5 array. This configuration serves as a first lineof defense against system failure. All data is being maintained on threehard disks.

[0210] All data on the web server RAID array (drive G) is being backedup to tape each night.

[0211] There are 5 physical drives located in the server 114. The firsttwo IDE drives are 4 GB in size. These drives are being used as bootdrives. They are divided into two, GB partitions (C and D). An NT basedRAID mirror has been established between the drives to insurereliability. The IDE boot drives are not being backed up to tape.

[0212] The remaining three drives, 9.1 GB SCSI configured in a RAID 5array with an Adaptec 64 MB RAID adapter card, work together to createthe G partition. This partition contains all data, cold fusionapplication files, and html files. Most program directories are alsostored in this directory. This entire directory is being backed up totape each night. Pangia technologies is managing the backup process.There are currently over 16 GB of free space on the G drive, and thefollowing NT services can be running.

[0213] AlerterCertificate AuthorityCold Fusion Application ServerColdFusion ExecutiveCold Fusion RDSComputer BrowserContent IndexEventFTPPublishing Service (Port turned off by Firewall)IIS Admin ServiceLicenseLogging ServiceMessageMicrosoft SMTP ServiceMSDTCMS SQLServerNT LMSecurity Support ProviderPC Anywhere Host ServicePlug and PlayProtectedStorageRemote Procedure Call ServiceServerSpoolerSQL ServerAgentTCP/IPNetBios HelperWeb Trends SchedulerWorkstationWorld Wide Web PublishingServiceAs to the switch 112 is used to connect the Firewall server 116to the WebServer 114. The IVR server is connected to the web server witha hub 118.

[0214] SwitchNetGear Fast Ethernet SwitchModel Number DS105HubNetGear10/100 AutosensingModel Number DS104_Toc490067206_Toc490067349_Toc490067492_Toc490067206_Toc490067349_Toc490067492Eachof the servers and related equipment can be protected from powerinconsistencies and outages by UPS systems. The WebServer 114 isconnected to a stand-alone SmartUPS 700 made by APC: Model Number:SU700NET. The firewall server 116 is connected to a stand-alone SmartUPS700 made by APC: Model Number: SU700NET.

[0215] With regard to the Appendix, incorporated here by reference,consider the following logic design dictionary.

[0216] Entity Summary ReportEntity NameEntity TypePrimary Keys #AttrBankIndependentBankIdCCAIndependentCCAIdCDATAIndependentCGLOBALIndependentIVR_TableIndependentcall_record_indexMemberIndependentMemberIdroleIndependentRoleIDStateIndependentStateCdTestANIIndependentTestANITxTmpltIndependentTmpltIdTmpltTextIndependentTmpltTextIduserroleIndependentUserRoleIDusersIndependentUserIdEntity NameBankPrimary KeysBankIdDefinitionThe Bank table contains allinformation specific to a bank/referrer. There are two types of "bank"entries to be found here. These have been designated as a "main office",or a "branch". If a user is assigned to a main office they may also begiven access to see all subordinate "branch" office data.

[0217]Notes Attributes Attribute/RoleNameDomainDatatypeNullDefinitionBankId/ INTEGERIDauto-generated numberto used as the primary key of the table.BankParentId/ INTEGERYThe BankIdof the parent (main office) bank entry in this table.DNIS/VARCHAR(12)NThe DNIS (800 number) a customer uses to contact the bank.This field relates to the DNIS field in the IVR_Table.BankNameTx/VARCHAR(50)NThe name of the bank.BankAddrss1Tx/ VARCHAR(50)YThe address(line 1) of the bank.BankAddrss2Tx/ VARCHAR(50)YThe address (line 2) ofthe bankBankCityTx/ VARCHAR(50)YThe city in which the bank islocated.StateCd/ StateCdVARCHAR(2)YThe state in which the bank islocated.BankZipTx/ VARCHAR(12)YThe zip code in which the bank islocatedBankPhoneTx/ VARCHAR(12)YThe phone number of the bank. Possibly acontact number for someone at the bank. BankFaxPhoneTx/ VARCHAR(12)YThefax number for the bank.BankWebSiteURLTx/ VARCHAR(50)YThe URL of thebanks website (if any)BankInuseIn/ BITNIndicates if the bank is "inuse"in the site. This field is used to "turn off" banks without having todelete them from the system.BankDptTx/ VARCHAR(20)YThe department of thebank branch. The department indicates the level of late accounts theparticular bank branch deals with. The department designations are: 30day, 60 day, 90 day, 120 day, Charge Off.

[0218] BankParentIn/ BITNIndicates if the bank is a "main office"entry.BankCreateDt/ DATETIMEYDate record was created.BankModifyDt/DATETIMEYDate Record was last updated. This is set via an updatea tabletrigger.BankChangeTx VARCHAR(75)YThe user id of the person to lastcreate or modify the record. The SQL Server login is used as the default(via an update table trigger) if no application specific id was given.

[0219]Attribute NameBankIdEntity NameBankPrimary KeyYESForeignKeyNOParent Entity Definition auto-generated number to used as theprimary key of the table.

[0220]Attribute NameBankParentIdEntity NameBankPrimary KeyNOForeignKeyNOParent Entity Definition The BankId of the parent (main office)bank entry in this table.

[0221]Attribute NameDNISEntity NameBankPrimary KeyNOForeign KeyNOParentEntity Definition The DNIS (800 number) a customer uses to contact thebank. This field relates to the DNIS field in the IVR_Table.

[0222]Attribute NameBankNameTxEntity NameBankPrimary KeyNOForeignKeyNOParent Entity Definition The name of the bank.

[0223]Attribute NameBankAddrss1TxEntity NameBankPrimary KeyNOForeignKeyNOParent Entity Definition The address (line 1) of the bank.

[0224]Attribute NameBankAddrss2TxEntity NameBankPrimary KeyNOForeignKeyNOParent Entity Definition The address (line 2) of the bankBankCityTxAttribute NameBankCityTxEntity NameBankPrimary KeyNOForeignKeyNOParent Entity Definition The city in which the bank is located.

[0225]Attribute NameStateCdEntity NameBankPrimary KeyNOForeignKeyYESParent EntityStateDefinition The state in which the bank islocated.

[0226]Attribute NameBankZipTxEntity NameBankPrimary KeyNOForeignKeyNOParent Entity Definition The zip code in which the bank is locatedBankPhoneTx Attribute NameBankPhoneTxEntity NameBankPrimary KeyNOForeignKeyNOParent Entity Definition The phone number of the bank. Possibly acontact number for someone at the bank.

[0227]Attribute NameBankFaxPhoneTxEntity NameBankPrimary KeyNOForeignKeyNOParent Entity Definition The fax number for the bank.

[0228]Attribute NameBankWebSiteURLTxEntity NameBankPrimary KeyNOForeignKeyNOParent Entity Definition The URL of the banks website (if any)BankInuseInAttribute NameBankInuseInEntity NameBankPrimary KeyNOForeignKeyNOParent Entity Definition Indicates if the bank is "inuse" in thesite. This field is used to "turn off" banks without having to deletethem from the system.

[0229]Attribute NameBankDptTxEntity NameBankPrimary KeyNOForeignKeyNOParent Entity Definition The department of the bank branch. Thedepartment indicates the level of late accounts the particular bankbranch deals with. The department designations are: 30 day, 60 day, 90day, 120 day, Charge Off.

[0230]Attribute NameBankParentInEntity NameBankPrimary KeyNOForeignKeyNOParent Entity Definition Indicates if the bank is a "main office"entry.

[0231]Attribute NameBankCreateDtEntity NameBankPrimary KeyNOForeignKeyNOParent Entity Definition Date record was created.

[0232]Attribute NameBankModifyDtEntity NameBankPrimary KeyNOForeignKeyNOParent Entity Definition Date Record was last updated. This is setvia an updatea table trigger.

[0233]Attribute NameBankChangeTxEntity NameBankPrimary KeyNOForeignKeyNOParent Entity Definition The user id of the person to last createor modify the record. The SQL Server login is used as the default (viaan update table trigger) if no application specific id was given.

[0234] Entity NameCCAPrimary KeysCCAIdDefinitionThe CCA table containsall information specific to CCA's/Receiver's.

[0235]Notes Attributes Attribute/RoleNameDomainDatatypeNullDefinition-generated number used as the primarykey of the table.Name of the irst address line of the Second addressline of the City in which the CCA is located in the State in which theCCA is located.The zip code in which the CCA is located.CCAPhoneTx/VARCHAR(12)YA phone number for the CCA, possibly a specific contactwithin the company.The fax number for the The URL of the CCA's web site(if any), this field was included in the table layout provided but notcurrently in use.

[0236] The phone number used by IVR routing system to connect customerswith the CCA. This field directly ties back to the outbound_numberfields (0,1,2) in the Indicates if the CCA is "inuse" in the system.This field is used to "turn off" a CCA without removing the record fromthe database. The type/level of service provided by the CCA. Currentvalid values are: Walk In, Phone Only, Both. The affiliation membeshipof the CCA. Current valid values are: AICCCA, NFCC, None. date therecord was created. DATETIMEYDate the record was last modified. (set viaan update table trigger)User id that last created or modified therecord. By default the SQL Server login is used if no applicationspecific user id was given.Attribute NameCCAIdEntity NameCCAPrimaryKeyYESForeign KeyNOParent Entity Definition auto-generated number usedas the primary key of the table.

[0237]Attribute NameCCANameTxEntity NameCCAPrimary KeyNOForeignKeyNOParent Entity Definition Name of the CCA/Receiver.

[0238]Attribute NameCCAAddrss1TxEntity NameCCAPrimary KeyNOForeignKeyNOParent Entity Definition First address line of the AttributeNameCCAAddrss2TxEntity NameCCAPrimary KeyNOForeign KeyNOParent EntityDefinition Second address line of the CCA.

[0239]Attribute NameCCACityTxEntity NameCCAPrimary KeyNOForeignKeyNOParent Entity Definition City in which the CCA is located.

[0240]Attribute NameStateCdEntity NameCCAPrimary KeyNOForeignKeyYESParent EntityStateDefinition State in which the CCA is located.

[0241]Attribute NameCCAZipTxEntity NameCCAPrimary KeyNOForeignKeyNOParent Entity Definition The zip code in which the CCA is located.

[0242]Attribute NameCCAPhoneTxEntity NameCCAPrimary KeyNOForeignKeyNOParent Entity Definition A phone number for the CCA, possibly aspecific contact within the company.

[0243]Attribute NameCCAFaxPhoneTxEntity NameCCAPrimary KeyNOForeignKeyNOParent Entity Definition The fax number for the AttributeNameCCAWebSiteURLTxEntity NameCCAPrimary KeyNOForeign KeyNOParent EntityDefinition The URL of the CCA's web site (if any)

[0244]Attribute NameCCABillCntctIdEntity NameCCAPrimary KeyNOForeignKeyNOParent Entity Definition, this field was included in the tablelayout provided but not currently in use.

[0245]Attribute NameCCAIVRPhoneTxEntity NameCCAPrimary KeyNOForeignKeyNOParent Entity Definition The phone number used by IVR routingsystem to connect customers with the CCA. This field directly ties backto the outbound_number fields (0,1,2) in the IVR_Table.

[0246]Attribute NameCCAInuseInEntity NameCCAPrimary KeyNOForeignKeyNOParent Entity Definition Indicates if the CCA is "inuse" in thesystem. This field is used to "turn off" a CCA without removing therecord from the database.

[0247]Attribute NameCCATypeTxEntity NameCCAPrimary KeyNOForeignKeyNOParent Entity Definition The type/level of service provided by theCCA. Current valid values are: Walk In, Phone Only, Both.

[0248]Attribute NameCCAAffltnEntity NameCCAPrimary KeyNOForeignKeyNOParent Entity Definition The affiliation membeship of the CCA.Current valid values are: AICCCA, NFCC, None.

[0249]Attribute NameCCACreateDtEntity NameCCAPrimary KeyNOForeignKeyNOParent Entity Definition Date the record was created.

[0250]Attribute NameCCAModifyDtEntity NameCCAPrimary KeyNOForeignKeyNOParent Entity Definition Date the record was last modified. (setvia an update table trigger)Attribute NameCCAChangeTxEntityNameCCAPrimary KeyNOForeign KeyNOParent Entity Definition User id thatlast created or modified the record. By default the SQL Server login isused if no application specific user id was given.

[0251]Entity NameCDATAPrimary Keys DefinitionInternal Coldfusion tableused to track users and associated system variables.

[0252]Notes Attributes Attribute/Role NameDomainDatatypeNullDefinitioncfid/ CHAR(20)Y app/ CHAR(64)Y data/ LONG VARCHARY AttributeNamecfidEntity NameCDATAPrimary KeyNOForeign KeyNOParent EntityDefinition Attribute NameappEntity NameCDATAPrimary KeyNOForeignKeyNOParent Entity Definition Attribute NamedataEntity NameCDATAPrimaryKeyNOForeign KeyNOParent Entity Definition Entity NameCGLOBALPrimaryKeys DefinitionInternal Coldfusion table used to track users andassociated system variables.

[0253]Notes Attributes Attribute/Role NameDomainDatatypeNullDefinitioncfid/ CHAR(20)Y data/ LONG VARCHARY lvisit/ DATETIMEY AttributeNamecfidEntity NameCGLOBALPrimary KeyNOForeign KeyNOParent EntityDefinition Attribute NamedataEntity NameCGLOBALPrimary KeyNOForeignKeyNOParent Entity Definition

[0254]Attribute NamelvisitEntity NameCGLOBALPrimary KeyNOForeignKeyNOParent Entity Definition Entity NameIVR_TablePrimaryKeyscall_record_indexDefinitionThe IVR_table contains transactionrecords from the IVR system. It is used as the core table for allreporting done in the web site. This table is "replicated" from the IVRsystem and is essentially "read only" in our site.

[0255]Notes Attributes Attribute/Role NameDomainDatatypeNullDefinitioncall_record_index/ NUMERIC(18, 0)IDAutomaticallyincrements by one - used to uniquely identify each call into the IVRsystem.ani/ VARCHAR(12)Ythis represents the ani digits wereceived.ani_info_areacode/ INTEGERYthis is the area code part of thereceived aniani_info_phone_number/ VARCHAR(12)Ythis is the number partof the received aniStateCd/ StateCdVARCHAR(2)Ythis is the stateidentifier which was determined by the IVR system (always has avalue)call_completed_flag/ INTEGERY= call was completed 0 = call was notcompletedcredit_card_number/ VARCHAR(26)Ythis represents the digitsentered for the credit card number.dnis/ VARCHAR(12)Ythis represents theDNIS digits that were received.dnis_valid/ INTEGERYY = received DNIS wasfound by our routing models N = received DNIS was not found by ourrouting modelsstart_datetime/ DATETIMEYDate and Time call was answeredby the IVR System (always has a value)end_datetime/ DATETIMEYDate andTime call was ended (always has a value)call_duration/ INTEGERYNumber ofseconds representing the duration of the call (always has avalue)exception_code0/ INTEGERYException code for first CCA numberdialed exception codes: 0 = No problems or never attempted to dialnumber 27 = No Dial Tone 28 = Fast Busy 29 = Busy 30 = No Answer 31 = NoRing 36 = Unknown (tbd)exception_code1/ INTEGERYException code forsecond CCA number dialed exception codes: 0 = No problems or neverattempted to dial number 27 = No Dial Tone 28 = Fast Busy 29 = Busy 30 =No Answer 31 = No Ring 36 = Unknown (tbd)exception_code2/INTEGERYException code for third CCA number dialed exception codes: 0 =No problems or never attempted to dial number 27 = No Dial Tone 28 =Fast Busy 29 = Busy 30 = No Answer 31 = No Ring 36 = Unknown (tbd)

[0256] first_time_caller_flag/ INTEGERY= this is a repeat caller 1 =this is a first time caller 2 = caller hung up phone before digitsentered could be validatedoutbound_number0/ VARCHAR(50)YFirst CCA Numberto try (0 indicates caller hung up before we had a chance to lookup theCCA numbers in the routing tables)outbound_number1/ VARCHAR(12)YSecondCCA Number to try (this is 0 for a repeat caller, this is also 0 whenthe first CCA number is 0)outbound_number2/ VARCHAR(12)YThird CCA Numberto try (this is 0 for a repeat caller, this is 0 when the defaultrouting model is the only model accessed, this is 0 when the first CCAnumber is 0)final_called_number/ VARCHAR(12)Ythe CCA number which wassuccessfully connected too is stored hereweb_upload/ INTEGERYweb sidedoesn't need to worry about this column (note from the web side: this isan internal indicator field for the ivr replication mechanism todetermine if the system of origin hasa replicated the data to the webreporting database)

[0257] hold_datetime/ DATETIMEYDate and Time of when caller was put onHOLD, blank if call was terminated before caller was put onhold.connect_datetime/ DATETIMEYDate and Time of when caller wasconnected to CCA, blank if call was terminated before caller wasconnected. Attribute Namecall_record_indexEntity NameIVR_TablePrimaryKeyYESForeign KeyNOParent Entity Definition Automatically increments byone - used to uniquely identify each call into the IVR system.

[0258]Attribute NameaniEntity NameIVR_TablePrimary KeyNOForeignKeyNOParent Entity Definition this represents the ani digits wereceived.

[0259]Attribute Nameani_info_areacodeEntity NameIVR_TablePrimaryKeyNOForeign KeyNOParent Entity Definition this is the area code part ofthe received aniAttribute Nameani_info_phone_numberEntityNameIVR_TablePrimary KeyNOForeign KeyNOParent Entity Definition this isthe number part of the received aniAttribute NameStateCdEntityNameIVR_TablePrimary KeyNOForeign KeyYESParent EntityStateDefinitionthis is the state identifier which was determined by the IVR system(always has a value)Attribute Namecall_completed_flagEntityNameIVR_TablePrimary KeyNOForeign KeyNOParent Entity Definition = callwas completed 0 = call was not completed=AttributeNamecredit_card_numberEntity NameIVR_TablePrimary KeyNOForeignKeyNOParent Entity Definition this represents the digits entered for thecredit card number.

[0260]Attribute NamednisEntity NameIVR_TablePrimary KeyNOForeignKeyNOParent Entity Definition this represents the DNIS digits that werereceived.

[0261]Attribute Namednis_validEntity NameIVR_TablePrimary KeyNOForeignKeyNOParent Entity Definition Y = received DNIS was found by our routingmodels N = received DNIS was not found by our routing modelsAttributeNamestart_datetimeEntity NameIVR_TablePrimary KeyNOForeign KeyNOParentEntity Definition Date and Time call was answered by the IVR System(always has a value)Attribute Nameend_datetimeEntityNameIVR_TablePrimary KeyNOForeign KeyNOParent Entity Definition

[0262] Date and Time call was ended (always has a value)AttributeNamecall_durationEntity NameIVR_TablePrimary KeyNOForeign KeyNOParentEntity Definition Number of seconds representing the duration of thecall (always has a value)Attribute Nameexception_code0EntityNameIVR_TablePrimary KeyNOForeign KeyNOParent Entity DefinitionException code for first CCA number dialed exception codes: 0 = Noproblems or never attempted to dial number 27 = No Dial Tone 28 = FastBusy 29 = Busy 30 = No Answer 31 = No Ring 36 = Unknown AttributeNameexception_code1Entity NameIVR_TablePrimary KeyNOForeign KeyNOParentEntity Definition Exception code for second CCA number dialed exceptioncodes: 0 = No problems or never attempted to dial number 27 = No DialTone 28 = Fast Busy 29 = Busy 30 = No Answer 31 = No Ring 36 =UnknownAttribute Nameexception_code2Entity NameIVR_TablePrimaryKeyNOForeign KeyNOParent Entity Definition Exception code for third CCAnumber dialed exception codes: 0 = No problems or never attempted todial number 27 = No Dial Tone 28 = Fast Busy 29 = Busy 30 = No Answer 31= No Ring 36 = Unknown Attribute Namefirst_time_caller_flagEntityNameIVR_TablePrimary KeyNOForeign KeyNOParent Entity Definition = thisis a repeat caller 1 = this is a first time caller 2 = caller hung upphone before digits entered could be validatedAttributeNameoutbound_number0Entity NameIVR_TablePrimary KeyNOForeign KeyNOParentEntity Definition First CCA Number to try (0 indicates caller hung upbefore we had a chance to lookup the CCA numbers in the routingtables)Attribute Nameoutbound_number1Entity NameIVR_TablePrimaryKeyNOForeign KeyNOParent Entity Definition Second CCA Number to try(this is 0 for a repeat caller, this is also 0 when the first CCA numberis 0)Attribute Nameoutbound_number2Entity NameIVR_TablePrimaryKeyNOForeign KeyNOParent Entity Definition Third CCA Number to try (thisis 0 for a repeat caller, this is 0 when the default routing model isthe only model accessed, this is 0 when the first CCA number isAttribute Namefinal_called_numberEntity NameIVR_TablePrimaryKeyNOForeign KeyNOParent Entity Definition the CCA number which wassuccessfully connected too is stored hereAttribute Nameweb_uploadEntityNameIVR_TablePrimary KeyNOForeign KeyNOParent Entity Definition web sidedoesn't need to worry about this column (note from the web side: this isan internal indicator field for the ivr replication mechanism todetermine if the system of origin hasa replicated the data to the webreporting database)Attribute Namehold_datetimeEntityNameIVR_TablePrimary KeyNOForeign KeyNOParent Entity Definition Date andTime of when caller was put on HOLD, blank if call was terminated beforecaller was put on hold.

[0263] Attribute Name connect_datetime Entity NameIVR_TablePrimaryKeyNOForeign KeyNOParent Entity Definition Date and Time of when callerwas connected to CCA, blank if call was terminated before caller wasconnected.

[0264]Entity NameMemberPrimary KeysMemberIdDefinitionThe Member tablewill hold all information specific to a user that requires access to theMembers area of the site.

[0265]Notes Attributes Attribute/RoleNameDomainDatatypeNullDefinitionMemberId/ INTEGERIDA auto-generated idto be used as the primary key of the table.

[0266] CCAId/ CCAIdINTEGERYUserId/ UserIdINTEGERYAuto-generated id to beused as the primary key of the table.BankId/BankIdINTEGERYMemberFirstNameTx/ VARCHAR(50)YThe first name of theuser.MemberLastNameTx/ VARCHAR(50)YThe last name of theuserMemberPhoneTx/ VARCHAR(12)YThe phone number of theuserMemberFaxPhoneTx/ VARCHAR(50)YThe fax number of theuserMemberEmailAddrssTx/ VARCHAR(50)YThe email address of theuserMemberInuseIn/ BITNIndicates if the member is currently "active" inthe site. This is field is used to turn off access to a user withoutactually deleting there record from the database. 0 = turned off, 1 =turned on.MemberTitleTx/ VARCHAR(25)YThe title, if any, of the user.I.E. Vice President, or VP accounting dpt.MemberCreateDt/ DATETIMEYDatethe record was created.MemberModifyDt/ DATETIMEYDate record was lastmodified. This is set via an update table trigger.MemberChangeTx/VARCHAR(75)YUser Id that last created or updated the record. This couldbe set as either an application specific userid during an SQl updatestatement or a SQL Server login id via an update table trigger as thedefaultAttribute NameMemberIdEntity NameMemberPrimary KeyYESForeignKeyNOParent Entity Definition A auto-generated id to be used as theprimary key of the table.

[0267]Attribute NameCCAIdEntity NameMemberPrimary KeyNOForeignKeyYESParent EntityCCADefinition Attribute NameUserIdEntityNameMemberPrimary KeyNOForeign KeyYESParent EntityusersDefinitionAuto-generated id to be used as the primary key of the table.

[0268]Attribute NameBankIdEntity NameMemberPrimary KeyNOForeignKeyYESParent EntityBankDefinition Attribute NameMemberFirstNameTxEntityNameMemberPrimary KeyNOForeign KeyNOParent Entity Definition The firstname of the user.

[0269]Attribute NameMemberLastNameTxEntity NameMemberPrimaryKeyNOForeign KeyNOParent Entity Definition The last name of theuserAttribute NameMemberPhoneTxEntity NameMemberPrimary KeyNOForeignKeyNOParent Entity Definition The phone number of the userAttributeNameMemberFaxPhoneTxEntity NameMemberPrimary KeyNOForeign KeyNOParentEntity Definition The fax number of the userAttributeNameMemberEmailAddrssTxEntity NameMemberPrimary KeyNOForeign KeyNOParentEntity Definition The email address of the user AttributeNameMemberInuseInEntity NameMemberPrimary KeyNOForeign KeyNOParentEntity Definition Indicates if the member is currently "active" in thesite. This is field is used to turn off access to a user withoutactually deleting there record from the database. 0 = turned off, 1 =turned on.

[0270]Attribute NameMemberTitleTxEntity NameMemberPrimary KeyNOForeignKeyNOParent Entity Definition The title, if any, of the user. I.E. VicePresident, or VP accounting dpt.

[0271]Attribute NameMemberCreateDtEntity NameMemberPrimary KeyNOForeignKeyNOParent Entity Definition Date the record was created.

[0272]Attribute NameMemberModifyDtEntity NameMemberPrimary KeyNOForeignKeyNOParent Entity Definition Date record was last modified. This is setvia an update table trigger.

[0273]Attribute NameMemberChangeTxEntity NameMemberPrimary KeyNOForeignKeyNOParent Entity Definition User Id that last created or updated therecord. This could be set as either an application specific useridduring an SQl update statement or a SQL Server login id via an updatetable trigger as the default.

[0274]Entity NamerolePrimary KeysRoleIDDefinitionThe role table containsthe distinct types of access defined in the site. I.E. Bank's, CCA's,SuperAdmin, SiteAdmin etc.

[0275]Notes Attributes Attribute/RoleNameDomainDatatypeNullDefinitionRoleID/ INTEGERIDAuto-generated numberused as the primary key of the table.RoleNameTX/ VARCHAR(150)YName forthe access type (role). I.E. Bank, CCA, AdminRoleDescTX/ LONG VARCHARYAdescription of the purpose and/or access level the role confers to theuser.RoleCreateDT/ DATETIMEYDate the role was createdRoleModifyDT/DATETIMEYDate the role was updated.RoleChangeTX/ VARCHAR(75)YUser loginid (or sql login) of the account used to create or last update therole.Attribute NameRoleIDEntity NamerolePrimary KeyYESForeignKeyNOParent Entity Definition Auto-generated number used as the primarykey of the table.

[0276]Attribute NameRoleNameTXEntity NamerolePrimary KeyNOForeignKeyNOParent Entity Definition Name for the access type (role). I.E.Bank, CCA, AdminAttribute NameRoleDescTXEntity NamerolePrimaryKeyNOForeign KeyNOParent Entity Definition A description of the purposeand/or access level the role confers to the user.

[0277]Attribute NameRoleCreateDTEntity NamerolePrimary KeyNOForeignKeyNOParent Entity Definition Date the role was created

[0278]Attribute NameRoleModifyDTEntity NamerolePrimary KeyNOForeignKeyNOParent Entity Definition Date the role was updated.

[0279]Attribute NameRoleChangeTXEntity NamerolePrimary KeyNOForeignKeyNOParent Entity Definition User login id (or sql login) of theaccount used to create or last update the role.

[0280]Entity NameStatePrimary KeysStateCdDefinitionThe State tablecontains the full state name associated with the standard 2 digit statecode abbreviation.

[0281]Notes Attributes Attribute/RoleNameDomainDatatypeNullDefinitionStateCd/ VARCHAR(2)NThe 2 digit stateabbreviation.StateNameTX/ VARCHAR(50)NThe full name of thestate.Attribute NameStateCdEntity NameStatePrimary KeyYESForeignKeyNOParent Entity Definition The 2 digit state abbreviation.

[0282]Attribute NameStateNameTXEntity NameStatePrimary KeyNOForeignKeyNOParent Entity Definition The full name of the state.

[0283]Entity NameTestANIPrimary KeysTestANITxDefinitionThis tablecontains a list of Test ANI's. The entries in this table are to beexcluded from the standard web summary reports.

[0284]Notes Attributes Attribute/Role NameDomainDatatypeNullDefinitionTestANITx/ VARCHAR(12)NAn ANI (Phone#).

[0285]Attribute NameTestANITxEntity NameTestANIPrimary KeyYESForeignKeyNOParent Entity Definition An ANI (Phone#).

[0286]Entity NameTmpltPrimary KeysTmpltIdDefinitionThe Tmplt tablecontains the names of all dynamic Coldfusion templates on the site.

[0287]Notes Attributes Attribute/RoleNameDomainDatatypeNullDefinitionTmpltId/INTEGERIDAuto-generated numberused as the primary key of the table.TmpltNameTx/ VARCHAR(50)Nthe actualcoldfusion template name. I.E. Index.cfmTmpltDescTx/ LONG VARCHARYAdescription of the template. Used to help administrator recognize whichtemplate is which.TmpltInuseIn/ BITNIndicates if the tmeplate is"inuse".Attribute NameTmpltIdEntity NameTmpltPrimary KeyYESForeignKeyNOParent Entity Definition Auto-generated number used as the primarykey of the table.

[0288]Attribute NameTmpltNameTxEntity NameTmpltPrimary KeyNOForeignKeyNOParent Entity Definition the actual coldfusion template name. I.E.Index.cfmAttribute NameTmpltDescTxEntity NameTmpltPrimary KeyNOForeignKeyNOParent Entity Definition A description of the template. Used tohelp administrator recognize which template is which.

[0289]Attribute NameTmpltInuseInEntity NameTmpltPrimary KeyNOForeignKeyNOParent Entity Definition Indicates if the tmeplate is "inuse".

[0290]Entity NameTmpltTextPrimary KeysTmpltTextIdDefinitionThe TmpltTexttable contains all the "changeable" text parts of a Coldfusion template.There may be many text parts for a single template.

[0291]Notes Attributes Attribute/RoleNameDomainDatatypeNullDefinitionTmpltTextId/ INTEGERIDauto-generatednumber used as the primary key of the table.TmpltId/TmpltIdINTEGERNfoerign key to the Tmplt table. Identifies the templatethe text is to be displayed on.TmpltTextCd/ VARCHAR(20)NA code whichidentifies the individual text parts. This code will be used inside thecoldfusion template to place text on the page.

[0292] TmpltTextDescTx/ VARCHAR(500)YA description of the text piece toaid administrator in identifying where the text is to be displayed. I.E."The text blurb at the bottom of the page" AttributeNameTmpltTextIdEntity NameTmpltTextPrimary KeyYESForeign KeyNOParentEntity Definition auto-generated number used as the primary key of thetable.

[0293]Attribute NameTmpltIdEntity NameTmpltTextPrimary KeyNOForeignKeyYESParent EntityTmpltDefinition foerign key to the Tmplt table.Identifies the template the text is to be displayed on.

[0294]Attribute NameTmpltTextCdEntity NameTmpltTextPrimary KeyNOForeignKeyNOParent Entity Definition A code which identifies the individualtext parts. This code will be used inside the coldfusion template toplace text on the page.

[0295]Attribute NameTmpltTextDescTxEntity NameTmpltTextPrimaryKeyNOForeign KeyNOParent Entity Definition A description of the textpiece to aid administrator in identifying where the text is to bedisplayed. I.E. "The text blurb at the bottom of the page"EntityNameuserrolePrimary KeysUserRoleIDDefinitionThe UserRole table is across refference between the Users and Role tables. It is where whichroles a particular user has be given is assigned.

[0296]Notes Attributes Attribute/RoleNameDomainDatatypeNullDefinitionUserRoleID/ INTEGERIDAuto-generatednumber used as the primary key of the table.UserId/UserIdINTEGERNRoleID/ RoleIDINTEGERN Attribute NameUserRoleIDEntityNameuserrolePrimary KeyYESForeign KeyNOParent Entity DefinitionAuto-generated number used as the primary key of the table.

[0297]Attribute NameUserIdEntity NameuserrolePrimary KeyNOForeignKeyYESParent EntityusersDefinition Attribute NameRoleIDEntityNameuserrolePrimary KeyNOForeign KeyYESParent EntityroleDefinitionEntity NameusersPrimary KeysUserIdDefinitionThe Users table contains theuser login information for a member.

[0298]Notes Attributes Attribute/RoleNameDomainDatatypeNullDefinitionUserId/ INTEGERIDAuto-generated id to beused as the primary key of the table.UserNameTX/ VARCHAR(75)YThe accountlogin id that is unique to the site. I.E. member Eddie George mightcreate login id EGeorge.UserPsswdTX/ VARCHAR(16)YUser specified passwordfor the account.

[0299] UserInuseIN/ BITNIndicates if the user account in "inuse". Thisfield is used to turn off user accounts without actually deleting therecord from the database.UserCreateDT/ DATETIMEYDate the account wascreateed.UserModifyDT/ DATETIMEYDate the account wasupdated.UserChangeTX/ VARCHAR(75)YThe login id (or sql login) of theperson who created or last updated the record.Attribute NameUserIdEntityNameusersPrimary KeyYESForeign KeyNOParent Entity DefinitionAuto-generated id to be used as the primary key of the table.

[0300]Attribute NameUserNameTXEntity NameusersPrimary KeyNOForeignKeyNOParent Entity Definition The account login id that is unique to thesite. I.E. member Eddie George might create login id EGeorge.

[0301]Attribute NameUserPsswdTXEntity NameusersPrimary KeyNOForeignKeyNOParent Entity Definition User specified password for the account.

[0302]Attribute NameUserInuseINEntity NameusersPrimary KeyNOForeignKeyNOParent Entity Definition Indicates if the user account in "inuse".This field is used to turn off user accounts without actually deletingthe record from the database.

[0303]Attribute NameUserCreateDTEntity NameusersPrimary KeyNOForeignKeyNOParent Entity Definition Date the account was createed.

[0304]Attribute NameUserModifyDTEntity NameusersPrimary KeyNOForeignKeyNOParent Entity Definition Date the account was updated.

[0305]Attribute NameUserChangeTXEntity NameusersPrimary KeyNOForeignKeyNOParent Entity Definition The login id (or sql login) of the personwho created or last updated the record.While the above descriptioncontains many specificity"s, these should not be construed aslimitations on the scope of the invention, but rather as anexemplification of one preferred embodiment thereof. Many othervariations are possible such as, but not limited to, those described inthe Objects and Advantages section above. Thus, the scope of theinvention should be determined by the appended claims and their legalequivalents, rather than by the principal embodiment and other examplesdescribed above.

Claims
 1. A referrer-controlled method for transferring an inboundcommunication to one of a plurality of financial assistance providers,the method including the steps of:receiving an inbound communicationfrom a referring apparatus of information sufficient to identify areferrer identity;selecting which one of a plurality of financialassistance providers torefer the inbound communication by using acomputer to look up and to apply referralcriteria responsive to thereferrer identity; andconnecting the inbound communication to the one ofthe plurality of thefinancial assistance providers in accordance withthe criteria. 2.The method of claim 1, wherein the steps of receivingand selecting are carried out with the referrer identity being a lenderidentity and with said inbound communication including a telephoneconnection to a debtor of a lender having the lender identity.
 3. Amethod for referring a telephone communication to one of a plurality offinancial assistance providers based on lender criteria, the methodincluding the steps of: storing telephone numbers for a plurality offinancial assistance providers in memory accessible by a digitalelectrical computer; obtaining lender criteria for selecting one of thefinancial assistance providers; storing said criteria for access by saidcomputer; identifying a debtor; selecting one of the financialassistance providers by accessing the criteria, applying the criteria,and accessing one of the stored telephone numbers; and connecting thedebtor by telephone to the one of the stored telephone numbers. 4.Themethod of any one of claims 2 and 3, further including the steps of:using ANI to detect a telephone number; and associating the telephonenumber with debtor information. 5.The method of any one of claims 2 and3, further including the steps of: using DNIS to detect a telephonenumber; and associating the telephone number with lender information.6.The method of any one of claims 2 and 3, further including the stepsof: receiving debtor-identifying information by telephony; andcommunicating the information from said telephony to the lender fortracking debtor payment performance with said debtor-identifyinginformation. . 7.The method of any one of claims 2 and 3, wherein thestep of connecting is carried out with the financial assistance centerbeing a credit-counseling agency. 8.The method of any one of claims 2and 3, further including the step of: providing some of said financialassistance centers with call activity reporting by means of a secure website. 9.The method of any one of claims 2 and 3, further including thestep of: providing call activity reporting updated no less than daily ata secure web site. 10.The method of any one of claims 2 and 3, furtherincluding the step of: providing a web site demonstration of saidmethod. 11.The method of any one of claims 2 and 3, wherein the step ofselecting includes: applying as said criteria a call routing triggeredby a quantity of prior calls respectively placed to the financialassistance centers. 12.The method of any one of claims 2 and 3, whereinthe step of selecting includes: applying as said criteria a call routingtriggered by a detection of a debtor who has previously been referred toone of the financial assistance centers. 13.The method of any one ofclaims 2 and 3, wherein the step of selecting includes: applying as saidcriteria a call routing triggered by time of day. 14.The method of anyone of claims 2 and 3, wherein the step of selecting includes: applyingas said criteria a call routing triggered by location of the debtor.15.The method of any one of claims 2 and 3, wherein the step ofselecting includes: applying as said criteria a call routing triggeredby time of day, location of the debtor, and a quantity of prior callsrespectively placed to the financial assistance centers. 16.The methodof any one of claims 2 and 3, wherein the step of selecting includes:applying as said criteria a default call routing triggered by a failureto make a first connection to one of the financial assistance centers.17.The method of any one of claims 2 and 3, further including the stepsof: storing call referral information including number of calls and callduration data for each said financial assistance center; and generatinga report of said call referral information. 18.The method of any one ofclaims 2 and 3, further including the steps of: storing call referralinformation including caller hang up data; and generating a report ofsaid call referral information. 19.The method of any one of claims 2 and3, further including the steps of: storing call referral informationincluding attempted but uncompleted call connecting; and generating areport of said call referral information. 20.The method of any one ofclaims 2 and 3, further including the step of: generating a callreferral report by time period for each said financial assistancecenter. 21.The method of claim 20, further including the step of:including in the report an analysis of call referral activity by time ofday. 23.The method of claim 20, further including the step of: includingin the report an analysis of call referral activity by day of week.24.The method of claim 20, further including the step of: including inthe report an analysis of call referral activity by state of debtor.25.The method of claim 20, further including the step of: including inthe report an analysis of uncompleted calls. 26.The method of any one ofclaims 2 and 3, further including the step of: generating a callreferral report including a comparison of said financial assistancecenters. 28.The method of claim 26, further including the step of:wherein the step of generating includes generating the call referralreport including the comparison of said financial assistance centers bya respective one of the lenders. 29.The method of any one of claims 2and 3, further including the step of: using IVR to associate thetelephone number with debtor information. 30.A report of said referralproduced by the method of any one of claims 1-3.
 31. A computer systemprogrammed to implement a method for referring a telephone communicationto one of a plurality of financial assistance providers based on lendercriteria, the computer system including: a digital electrical computerhaving a processor, the processor electrically connected to store andreceive electrical signals at a memory device, to receive inputelectrical signals corresponding to input information from an inputdevice, to convert output electrical signals into output information atan output device, the processor programmed to control the digitalelectrical computer to receive the input electrical signals and toprocess the input electrical signals to produce the output electricalsignals in storing telephone numbers for a plurality of financialassistance providers in memory accessible by said digital electricalcomputer, storing lender-provided criteria for selecting one of thefinancial assistance providers, identifying a debtor in response to atelephone communication, and selecting one of the financial assistanceproviders by accessing the criteria, applying the criteria, andaccessing one of the stored telephone numbers to connect the debtor tothe one of the stored telephone numbers. 32.The computer system of claim31, further including a telephone controlled by said digital electricalcomputer to connect the debtor by telephone to the one of the storedtelephone numbers.
 33. A method for making a computer system to refer atelephone communication to one of a plurality of financial assistanceproviders based on lender criteria, the method including the steps of:providing a digital electrical computer having a processor, theprocessor electrically connected to store and receive electrical signalsat a memory device, to receive input electrical signals corresponding toinput information from an input device, to convert output electricalsignals into output information at an output device; and programming theprocessor to control the digital electrical computer to receive theinput electrical signals and to process the input electrical signals toproduce the output electrical signals in storing telephone numbers for aplurality of financial assistance providers in memory accessible by saiddigital electrical computer, storing lender-provided criteria forselecting one of the financial assistance providers, identifying adebtor in response to a telephone communication, and selecting one ofthe financial assistance providers by accessing the criteria, applyingthe criteria, and accessing one of the stored telephone numbers toconnect the debtor to the one of the stored telephone numbers.
 34. Acomputerized method for providing call referral activity reporting at anInternet address, the method including the steps of: generating callreferral data by receiving an inbound telephone communication from areferring apparatus of information sufficient to identify a referreridentity, selecting which one of a plurality of financial assistanceproviders torefer the inbound communication by using a computer to lookup and to apply referralcriteria responsive to the referrer identity,and connecting the inbound communication to the one of the plurality ofthe financial assistance providers in accordance with the criteria; andposting call referral data to the Internet web address. 35.The method ofany one of claims 2-3 and 34, further including the steps of: engagingaccounting software to track compensation for the connecting.